I found out about them, looking for a credit class. The class was great, and it was a great refresher. From that, I wanted to sign up for their Pre-purchase program! This where the excitement ends!
Scheduled a meeting to meet with Homeownership Advisor L. Thompson. When you call, they assign you to an advisor. Was finally able to schedule a meeting date, considering I was only able to choose between the hours of 9am - 3pm. As if I don't have to go to work, the advisor said it would be 2 hours long or longer!!!! Whatever, I had to remained focused on the bigger picture......my house purchase!!!!!
Meeting day, and I am having car problems! So I take my car to the dealership, and while I am trying to get that matter taken care of, I call my advisor. Of course I would get her voicemail! Hang up, talk to the service advisor and then call her back. VOICEMAIL AGAIN! So I have about an hour until my meeting, but considering drive time, I decide to leave a message to let her know I was having car problems, am at the shop now and trying to make it to her on time. I expect to be there on time, or possibly 10 to 15 minutes late, but still coming.
Finally get out the dealership and on my way! Get there about 15 minutes late, but I did give make heads-up what happened and the possibility of being late! That did not matter, since I sat in the lobby for another 25 minutes before she came to get me. On the way to her office, I asked if she received my message, and she said no because she was working on another project. Get to her office and her message light is on on her desk phone! Ugh! Thank goodness I had all my paperwork completed, except for one signature page. She proceeds to ask some basic questions and enter stuff from my paperwork onto forms on her computer. She runs my credit and takes my $20 and then prints out the forms she filled in and my credit report. She highlights items on my report and then proceeds to explain the forms she printed off. She kept that explanation to a minimum and would only go into detail if I asked. Meeting last about an hour, if not 45 minutes, and was supposed to have a follow up call with her 2 weeks later and send some better copies of bank statements. Really left there with no idea of possible programs or what other services they offer.
Sent the revised documents that night and asked for confirmation of receipt......that was the early part of March and I am still waiting on confirmation of receipt of documents as well as that 2 week follow up call. Now the intent was supposed to help you get your credit in order to purchase a house, why did I have to ask for sample letters?
Very disappointed by the lack of service and response, I called about 2 weeks ago asking for a different advisor. I was told B. Lopez was their Supervisor, so I left her a message and asked her to give me a call to discuss the matter. Well, I am still waiting on a phone call from her too? I guess that is just how things go around that place, so sad!
I am trying to understand how you are around to help people become homeowners, but can't respond to customers that are on a mission to get a house. I could have saved my $20 and started working with a lender! At least they respond to emails and phone calls! I had high hopes with dealing with Trellis, but this type of customer service has really made me think twice about it. I can say Pedro Nunez was very helpful and informative, but he is a loan originator! I am supposed to deal with him sometime after the follow up with my advisor, but that obviously is not going to happen! He was more helpful and informative in 20 minutes, than my advisor was in 45 minutes! So sad!!!! read more
